AFCA
Financial Services
FirstNationsCustomerServiceOfficer–ExpressionofInterest
Neural analysis suggests this role is
optimal for mid candidates.
“First Nations Customer Service Officer – Expression of Interest at AFCA. Skills: Customer service, Culturally appropriate support, Complaint handling. Manage consumer and member calls and chat. Build rapport with consumers and members”
Industry & Context.
Identified position for First Nations people
What They're Looking For.
Must Have
Understanding of Aboriginal and Torres Strait Islander cultures, Ability to communicate sensitively with Aboriginal and Torres Strait Islander peoples, Ability to build respectful relationships with Aboriginal and Torres Strait Islander peoples, Excellent verbal and written communication skills, Active listening skills, Ability to manage challenging interactions calmly, Organization and time management skills, Ability to prioritize and handle multiple tasks, Confidence working with systems and technology, Ability to learn quickly and adapt to change, Proactive approach to working independently, Proactive approach to working collaboratively in a team
Nice to Have
Inbound contact centre experience valued
What You'll Do.
Manage consumer and member calls and chat
Build rapport with consumers and members
Understand consumer and member needs
Provide accurate information
Provide clear guidance on AFCA
Provide clear guidance on AFCA jurisdiction
Provide clear guidance on complaint resolution process
Deliver culturally appropriate support to First Nations people
Identify needs of First Nations people
Facilitate accessible experience for First Nations people
Facilitate respectful experience for First Nations people
Accurately manage complaints received via phone
Accurately manage complaints received via email
Accurately manage complaints received via online
Accurately manage complaints received via other channels
Manage complaints in line with AFCA processes
Proactively identify need for additional support
Proactively identify need for time-critical support
Identify complaint trends
Share insights with Team Leader
Look for opportunities to improve efficiency
Look for opportunities to improve customer experience
Look for opportunities to improve team outcomes
Support ad hoc initiatives
Support continuous improvement activities
How You'll Work.
Team & Collaboration
Work independently; Work collaboratively in a team
Communication Scope
Clear communication; Respectful communication; Active listening
Full Job Description
Fairness feels good Be a part of something meaningful At AFCA, we believe everyone deserves a fair chance at resolution. But not everyone comes to us with the same background, capacity, resilience or resources. Our Equity of Access Program is transforming how we support people—making our service easier to navigate, more accessible, and more responsive. It empowers people to engage with us in the way that works for them, with support offered early so complaints can be resolved faster and more fairly. Alongside this, our vision for reconciliation is an inclusive, equitable and culturally responsive financial services system. We recognise our unique opportunity to drive improvements that reflect the strength, wisdom and self-determination of Aboriginal and Torres Strait Islander peoples. This identified role is part of both commitments. It brings together customer service excellence with culturally responsive support—helping ensure fairness is something everyone can access and feel. The Customer Service team is the gateway to AFCA. As a Customer Service Officer, you’ll support all consumers and members by providing clear, accurate and thoughtful guidance across a wide range of enquiries and complaints. You’ll be the first point of contact, building rapport, understanding each person’s situation, and helping them navigate AFCA’s processes with confidence and care. This identified role also includes an added focus on supporting First Nations people when required. In these moments, you’ll provide culturally appropriate support, helping ensure experiences are accessible, respectful and responsive. Through this work, you’ll help strengthen trust and contribute to our commitment to Reconciliation and Equity of Access. Key accountabilities * Manage consumer and member calls and chat by building rapport, understanding their needs and providing accurate information * Provide clear guidance on AFCA, our jurisdiction and complaint resolution process * Deliver culturally appropria
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